The Classification of Extranet Attributes in Terms of Their Asymmetric Influences on Overall User Satisfaction An Introduction to Asymmetric Impact-Performance Analysis

Information systems (IS), such as Internet applications, are widely used by the tourism and travel industry. Extranets, in particular, allow controlled access of outside organizations into a company’s internal systems. In the travel industry, these technological applications are generated and suppli...

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Bibliographic Details
Published inJournal of travel research Vol. 52; no. 1; pp. 106 - 116
Main Authors Caber, Meltem, Albayrak, Tahir, Loiacono, Eleanor T.
Format Journal Article
LanguageEnglish
Published Los Angeles, CA SAGE Publications 01.01.2013
SAGE PUBLICATIONS, INC
Subjects
Asymmetry
Classification
Customer satisfaction
Extranets
Internet
Operators
Studies
Tourism
Tours
Travel agencies
Travel agents
Travel industry
User satisfaction
WebQual
performance
tour operator
extranet
user satisfaction
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Summary:Information systems (IS), such as Internet applications, are widely used by the tourism and travel industry. Extranets, in particular, allow controlled access of outside organizations into a company’s internal systems. In the travel industry, these technological applications are generated and supplied by tour operators and used by travel agents to conduct their business. Use of an extranet is of benefit to a travel operator who gains more revenue if travel agents select or recommend its particular products. This article classifies the attributes of a tour operator’s extranet system in terms of its asymmetric influence on its user (travel agency sales representatives) satisfaction. In addition, a revised version of impact-asymmetry analysis is presented, called asymmetric impact-performance analysis, which is a simple and visual technique that assesses the key attributes for increasing overall user satisfaction.
Bibliography:ObjectType-Article-2
SourceType-Scholarly Journals-1
ObjectType-Feature-1
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ISSN:0047-2875
1552-6763
DOI:10.1177/0047287512451139